Genesys PC-CIC-Core Exam Dumps - PureConnect: CIC Core Certification

Genesys PC-CIC-Core Exam Dumps – PureConnect: CIC Core Certification

Jonnie Karnath2023-06-21T06:57:09+00:00

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1. The call center supervisor for your company must have access to the three workgroups that she manages in order to make changes to workgroup membership as necessary and to manage the workgroup settings. You want to ensure she can view only those workgroups in interaction Administrator and nothing else.

How would you configure the supervisor's account to provide access only to the three workgroups?

Create a Role and add the supervisor to that Role. In the Role container select the Security tab and select Administrator Access. Then grant the role access to only the three requested workgroups.

Create a Role and add the supervisor to that Role. In the Role container select the Security tab and select Administrator Access. Then grant her access to *[all].

Create a Role and add the supervisor to that Role. In the Role container select the Security tab and select Master Administrator.

Create a Role and add the supervisor to that Role. In the Role container select the Security tab and select Access Control. Then grant the role access to only the three requested workgroups.

2. You want to configure your automated attendant so that when a caller wants to speak directly to a sales representative in the Sales workgroup, they press 1.

What type of operation in interaction Attendant would you use for this functionality?

Group Transfer

Agent Transfer

Menu Transfer

External Transfer

3. Where must you create new stations for them to be eligible for auto-provisioning?

INN IP phone configuration utility

INN TFTP Server

Managed IP Phones container

Stations container

4. Select the three primary groups that are used to organize Interaction Center configuration data in Interaction Administrator. (Choose three.)

Sites

Server

Interaction Processor

People

System

5. DRAG DROP

Match the Interaction Attendant call flow type with the correct definition.

6. You have configured your default profile and default schedule to have the functionality that you wish callers to hear when they dial in during regular business hours. Now you want to assign your main number to the default profile.

How would you assign the main number to the default profile?

You can't assign a number to the default profile. You must create a custom profile and assign the main number to that.

Assign the main number in the Incoming Call Selection area of the Default Profile property window.

Check "Use this profile to process incoming calls with any of the following DNIS values", then enter the number into the text box.

Check "Use this profile to process incoming calls with any of the following ANI values", then enter the number into the text box.

7. Your company has just acquired another company and you are responsible for setting up and configuring the users and stations. There are 35 users and Polycom IP phones that require setup and configuration.

What Interaction Administrator tool is designed for quickly creating the managed IP stations?

Manually create each phone in the Managed IP Phones container.

Use the Managed IP Phone Assistant to import a .csv list of the 35 IP phones to be created.

Manually create all of the phones in the Stations container.

Use the import wizard in the Stations container to import the phones from a .csv list.

8. What component within the Interaction Client or Interaction Desktop allows you to manage any selected interaction?

Call control toolbar

My Status field

Directory control toolbar

Menu bar

9. Your contact center supervisor would like to be automatically alerted when agents have been on calls for more than 5 minutes.

How can you configure CIC to automatically notify the supervisor when this happens?

Create an alert in interaction Supervisor on "Longest Talk Time".

Create a Talk Time Alert in the Interaction Administrator Alerts Container.

Check the Talk Time Alert checkbox on the ACD tab for the appropriate workgroup and set the interval parameter to 5 minutes.

Set an alert in the Workgroups container under the ACD lab in Interaction Administrator.

10. What statement is true regarding this user?

If this user is not logged in, he will not receive calls at his workstation because his default workstation is not defined.

The user cannot receive emails because his default workstation is not defined.

The user must enter his IC password to log on to the interaction Client because his default workstation is not defined.

The user will not be active until the default workstation is defined.

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11. You have just completed the initial configuration of the CIC server. Currently when you call into your newly configured system, you simply hear a prompt that says "Thank you for calling". You need to configure it to say the company name in that initial prompt.

What utility allows you to change the initial prompt?

Interaction Administrator

System Manager

Interaction Attendant

Interaction Center Business Manager

12. Given no additional configuration settings, what statement is true regarding this workgroup?

This is a logical workgroup.

Calls that are routed to this workgroup will always ring the first available person listed in the Workgroup Members list.

Calls that are routed to this workgroup will ring the agent who has been in an available status the longest.

This workgroup is not functional because no extension is assigned.

13. You have a group of remote agents who all require the same set of user permissions within IC.

In the image below, what is the recommended container for configuring user rights for the remote agents.

Users

Schedules

Lines

Groups

User

Roles

Default User

Workgroups

Skills

System Parameters

14. You are performing an IC server implementation. You would like all users to be able to answer calls, place calls on hold and disconnect calls.

What object allows you to configure these settings in the most efficient manner?

Default Workgroup

Default Role

Default Station

Default User

15. What is a View in Interaction Center Business Manager?

Views are the windows that provide data, such as agent and workgroup statistics, historical reporting data, and system information.

Views provide a way to manipulate the configuration of agents and workgroups.

Views contain the system and custom workspaces.

Views are only used to set alerts within Interaction Center Business Manager.

16. What element CANNOT be calculated for intelligent distribution of interactions when using the ACD queue type for a workgroup?

Skill desire to use

Interaction’s time in queue

Skill proficiency

Cost

17. You just took a new position at your company. Your boss has asked your advice on the best way to update the firmware on 324 non-managed Polycom IP phones, noting that he thinks that this process should be more efficient in the future.

What is the correct response?

Continue to update the phones manually. This is the most efficient process for completing this task.

Migrate the stations to Managed IP Phones using the Managed IP Phones Assistant.

There is no way to update the firmware on IP phones.

Use the Stations Assistant to update the firmware on the phones.

18. If an administrator has configured ACD utilization for ‘Chats’ with the following criteria, what will the resulting behavior be?

An agent could receive up to 3 chats at once.

The system does not allow more than 1 chat to be delivered at a time, so the limit would be 1.

An agent could receive up to 2 chats at once.

This is a misconfiguration of ACD calculations, and would result in no chats being distributed.

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